Tech Support I

Sonny's Enterprises•Tamarac, FL

3d•Onsite

About The Position

Tech Support provides technical assistance to users regarding use of the software, troubleshooting and hardware failures. Act as first level of support for clients and always portray a positive image of company and products. Guarantee customer satisfaction through quick problem resolution, follow up and excellent service.

Requirements

Technical Knowledge: Will develop knowledge of all company products offered.
Knowledge of external Point of Sale devices such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors.
Reading wiring diagrams.
Updating Relevant Knowledge – Keeping up-to-date technically and applying new knowledge to job.
Strong Computer Skills - Proficient in MS Word, Excel, MS Outlook and Internet Explorer.
Working knowledge of computers, hardware, software, networking, routers, Internet access, and operating systems.
Communication Skills - Excellent verbal and written communication skills required.
The ability to write clearly, succinctly and understandably.
The ability to effectively communicate, build a rapport and relate well to all kinds of people.
Treats all people with respect, courtesy and consideration.
Professional appearance and manner in answering phones.
Time Management - Able to handle large volume of work while meeting established deadlines.
Productivity & Organization - Able to plan and prioritize tasks.
Attention to detail in typing and proofing materials, establishing priorities and meeting deadlines.
Monitors own work to ensure accuracy and thoroughness.
Ability to multitask - Focus on Quantity and Quality of Administrative work and to follow through on assigned tasks until completion.
Judgment and Decision Making - Considers the relative costs, benefits, impact or consequences of potential actions to choose the most appropriate one.
Ability to make decisions in a timely manner.
Customer Service- Knowledge of customer service principles and practices.
Manages difficult customer situations & responds promptly to customer needs.
Dependability-The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
Teamwork - The ability to work effectively and productively with others.
Shares responsibility with team members for successes and failures.
Evaluating departmental workload requirements and contributing where needed.
Personal Accountability - A measure of the capacity to be answerable for personal actions.
Accepts personal responsibility for the consequences of personal actions; avoids placing unnecessary blame on others.
Safety - Practices safe work habits and encourages others to do the same.
Identifies ways to improve the safety of the work environment.
Knowledge of relevant policies and procedures to promote effective safety operations.
1+ years working in a customer-centric work environment
Proven ability to multi-task and maintain composure in a face-paced environment
Strong written and verbal communication skills
Basic experience with IT equipment (routers, OS, switches, etc.)

Responsibilities

Fielding calls, emails and other forms of communication from customers who are having trouble with their system.
Problem Solve and research issues to determine appropriate solutions for the customer and follow up as needed to resolve problems
Provide active listening skills and advocate for customers by going above and beyond
Find new ways to improve customer experience
Have willingness to learn and grow with team and company
Extracting, Exporting, Importing and Interpreting Raw Data Accurately
Collects and Coverts Data in a Timely Manner
Project, Plan, Schedule, and Assist with Upcoming Projects
Assist with Preparation, Selection and Transferring of Data Efficiently and Effectively
Communicates with Members of the Development Team
Troubleshoot technical support issues which may range from networking, computer hardware, computer software, Internet, power, electrical and operator error issues.
Work with customers directly face to face, electronically, or via telephone.
Respond to customer inquiries promptly.
Provide resolution and response in a timely and accurate manner.
Enter all customer issues into a call tracking system.
Provide follow up to customers on issues that cannot be solved immediately.
Document any resolutions that have not been previously discovered.
Setup and configuration of new customer systems.
Perform system testing as required by QA.
Participate in after-hours rotation schedule for emergency technical support.
Demonstrate Enthusiasm - be a positive and encouraging presence in the office.
Other duties as assigned.